Customer Support Engineer

About the Role:

Reporting to the Manager, Customer Support Engineering, you’ll resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. We’re seeking a deeply technical engineer with relevant support experience who can specialize in multiple core domains (AI Enablement, CI/CD, CDN, Compute, or the Vercel Ecosystem) while partnering across teams to drive great outcomes.

You’re an excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes. You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model.

If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you’re located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team. Currently, we are looking for candidates who reside in Central or Eastern time zones.

What You Will Do:

• Solve interesting, technically complex cases for Vercel customers.
• Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations.
• Partner with Product, Solutions, and Customer Success to provide guidance internally and externally.
• Develop and improve internal tools and scripts that increase team efficiency.
• Specialize in a few product areas (CI/CD, CDN, or Compute) and act as a domain owner within the team.
• Improve existing documentation and create new runbooks, guides, and internal processes.
• Assist Customer Success Managers with Enterprise requests and escalations.

About You:

• You lead by example and provide feedback to mentor other members of the team.
• You have hands-on experience using Vercel as a platform.
• You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others.
• You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.
• You enjoy engineering solutions to resolve root causes of recurring problems.
• Subject Matter Expertise in one or more of the following areas:
  • CI/CD
    • Build pipelines and automated testing for modern web apps
    • Monorepos and microservices
    • Git-based workflows
    • Common CI systems
  • CDN
    • Domains, DNS, and SSL/TLS lifecycle management
    • Caching strategy and cache-invalidation patterns
    • Cloud/edge networking fundamentals and routing rules/redirects
    • Performance tuning, logs/analytics, and WAF/DDoS understanding
  • Compute
    • Modern framework function execution
    • Observability (logs, metrics, tracing)
    • Data layer integration (serverless Postgres, KV/Redis, object storage)
    • Configuration/secrets management and environment promotion strategies
• You have strong written and verbal communication; able to explain complex systems clearly.
• You are comfortable working with a fully remote, globally distributed team.
• You have a passion for delivering a customer experience second to none.
• You are willing to participate in a weekend/holiday on-call rotation.

Bonus If You:

• Have frontend development experience (e.g., React/Next.js).
• Enjoy technical writing for public docs or developer education.
• Have experience automating workflows with agentic services.

Benefits:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA pay range for this role is $104,000-150,000. Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location. The total compensation package may include benefits, equity-based compensation, and eligibility for a company bonus or variable pay program depending on the role. Your recruiter can share more details during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.